Cisco CISCO WEBEX SUPPORT CENTER WBS30 User Guide
Chapter 1: New to Remote Support?
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CSR dashboard Tools tab
Option
Description
Invite
Invite a customer to join a session by phone, email, or instant
message; or invite another support representative to join a session by
email.
message; or invite another support representative to join a session by
email.
Chat
Open the Chat panel to send an instant chat message to a customer
or another support representative.
or another support representative.
Video
Open the Video panel to send live video to all participants in your
support session. You must have a supported video camera connected
to your computer.
support session. You must have a supported video camera connected
to your computer.
Transfer File
Choose an option for transferring files to or from a customer's
computer.
computer.
File Transfer-Basic: Lets you publish one or more files in a
window, from which a customer can download the files to his or
her computer.
window, from which a customer can download the files to his or
her computer.
File Transfer-Advanced: Lets you browse the directory structure
on the customer's computer and transfer files to or from that
computer
on the customer's computer and transfer files to or from that
computer
Audio
Use voice over IP (VoIP)—an Internet–based telephony service to
speak with a customer or another representative participating in a
support session.
speak with a customer or another representative participating in a
support session.
Notes
While you are supporting a customer, take notes about the session.
The notes are saved and become part of the Session Details report.
The notes are saved and become part of the Session Details report.
CSR dashboard Desktop tab
Option.
Description
Request View
Send a request to a customer to view his or her entire desktop. Once
customer approves your request, a sharing window opens, in which
you can view the customer's desktop and any actions that the
customer takes on the desktop.
customer approves your request, a sharing window opens, in which
you can view the customer's desktop and any actions that the
customer takes on the desktop.
Request Control
Send a request to a customer to control his or her entire desktop.
Once customer approves your request, a sharing window opens, in
Once customer approves your request, a sharing window opens, in